Required: The City of Mississauga Goes Digital The City of Mississauga, a Toronto suburb, is so that the public has real-time information about Canada's sixth-largest city and a leading user of digi- bus locations. The bus data collected also are used tal technology to improve its operations and services. for timing maintenance, warranty, and mileage rouIt tries to integrate technology into its operations tines so that buses can be removed from service at and strategic and business planning, with technology optimal times to minimize service interruption. roadmaps for each municipal service defined in busi- Mississauga has additionally connected 700 city ness plans and budgets. vehicles such as fire trucks and vehicles for snow, Mississauga has a vibrant multicultural population public works, and parks operations, and facility and a thriving central business district, with many maintenance to provide real-time location-based Canadian and multinational corporations headquar- information. For example, connected snow vehicles tered there. Since 1970, however, the Greater Toronto provide real-time snow plow information to the pubArea, including Mississauga, has experienced a no- lic as well as the expected level of service for snow ticeable increase in low-income families and a simi- removal. Onboard sensors track when snow blades lar decrease in middle-income families. Mississauga are active, where and when salt or sand is applied, developed a Smart City Master Plan to provide a and the rate at which these materials are applied. vision and framework to guide the city's adoption Mississauga recently implemented an Advanced of digital technology. The city's leaders believe that Traffic Management System (ATMS), which condigital technology should be available for everyone nected over 700 traffic intersections using its own and provide opportunities to startups, schools, and high-capacity fiber optic and wireless Wi-Fi nethouseholds at risk. Works (see Chapter 7) along with the Rogers cellular Mississauga has been a leader in technology ini- network. tiatives such as social media and "bring your own A City Hall pilot project created individual workdevice" (BYOD), which allows employees to use spaces and collaboration units on the fifth floor so their own mobile devices for their jobs. Mississauga's that staff can choose where they want to sit and website and online services are hosted in remote work. Over 90 percent of the staff on that floor have cloud computing centers accessible via the Internet. no defined desk or desk phone, but they do have (Chapter 5 of this text provides a detailed discussion mobile technology to connect anywhere. A mobile of these technologies.) In deploying these technolo- working environment has helped the city attract gies, the city tries to focus on usability, a high- quality younger employees, and it has transformed the way customer experience, and making information tech- top management works as well. The city manager,.

1. Required: The City of Mississauga Goes Digital The City of Mississauga, a Toronto suburb, is so
that the public has real-time information about Canada's sixth-largest city and a leading user of
digi- bus locations. The bus data collected also are used tal technology to improve its operations
and services. for timing maintenance, warranty, and mileage rouIt tries to integrate technology
into its operations tines so that buses can be removed from service at and strategic and business
planning, with technology optimal times to minimize service interruption. roadmaps for each
municipal service defined in busi- Mississauga has additionally connected 700 city ness plans
and budgets. vehicles such as fire trucks and vehicles for snow, Mississauga has a vibrant
multicultural population public works, and parks operations, and facility and a thriving central
business district, with many maintenance to provide real-time location-based Canadian and
multinational corporations headquar- information. For example, connected snow vehicles tered
there. Since 1970, however, the Greater Toronto provide real-time snow plow information to the
pubArea, including Mississauga, has experienced a no- lic as well as the expected level of
service for snow ticeable increase in low-income families and a simi- removal. Onboard sensors
track when snow blades lar decrease in middle-income families. Mississauga are active, where
and when salt or sand is applied, developed a Smart City Master Plan to provide a and the rate at
which these materials are applied. vision and framework to guide the city's adoption Mississauga
recently implemented an Advanced of digital technology. The city's leaders believe that Traffic
Management System (ATMS), which condigital technology should be available for everyone
nected over 700 traffic intersections using its own and provide opportunities to startups, schools,
and high-capacity fiber optic and wireless Wi-Fi nethouseholds at risk. Works (see Chapter 7)
along with the Rogers cellular Mississauga has been a leader in technology ini- network. tiatives
such as social media and "bring your own A City Hall pilot project created individual
workdevice" (BYOD), which allows employees to use spaces and collaboration units on the fifth
floor so their own mobile devices for their jobs. Mississauga's that staff can choose where they
want to sit and website and online services are hosted in remote work. Over 90 percent of the
staff on that floor have cloud computing centers accessible via the Internet. no defined desk or
desk phone, but they do have (Chapter 5 of this text provides a detailed discussion mobile
technology to connect anywhere. A mobile of these technologies.) In deploying these technolo-
working environment has helped the city attract gies, the city tries to focus on usability, a high-
quality younger employees, and it has transformed the way customer experience, and making
information tech- top management works as well. The city manager, nology and technology
services available to residents commissioners, and directors are trading desktops of all income
and educational levels. for mobile devices. Mississauga is trying as much as possible to go

2. Partnering with three other municipalities, paperless, with meetings and collaboration via video-
Mississauga built its own high-speed fiber optic netconferencing where participants can "attend"
meet- work known as the Public Sector Network (PSN). It ings and share documents remotely.
These efforts is the largest municipally owned fiber optic network have significantly reduced
paper use and the need to in Canada. This supports a citywide high-speed fiber travel via car or
airplane to meetings. network for transmitting large quantities of data Mobile tools have made it
possible for city staff, and a wireless Wi-Fi network that supplies wireless including transit
operators and work operations staff connectivity to the public for many city services. in the field,
who previously lacked computers, to Enterprise networking giant Cisco Canada helped the
access employee information and operational data city build an extensive Wi-Fi network for all
its comto support real-time operations and decision mak- munity centers, libraries, arenas, and
many outdoor ing. Working with cellular provider Rogers Wireless, locations such as parks and
small business areas. Mississauga connected over 600 buses that are col- This free Wi-Fi
network is available as a "virtual lecting information about bus operations and routes, _campus"
to college and university students around
the world. In 2018 over 8 million hours of free public large technology firms with Canadian
headquarters Wi-Fi were used across the City. Providing public in Mississauga and they will
provide coworking Wi-Fi access in so many locations across the city is spaces where their
employees can do their work. one way for Mississauga to level the "digital divide" Eventually
the city will have 100 Hubs. The city is between residents who are technology "haves" and also
planning to build 500 "Connects" across its 23 those who are technology "have-nots."
communities that will provide indoor and outdoor Mississauga is working with the United Way,
spaces with voice-supported digital screens and free Region of Peel, University of Toronto at
Mississauga, Wi-Fi access. A "Connect" could be in a park, beside a Sheridan College, and its
Business Improvement bus stop, or inside a mall, and there citizens will find Areas (BOAs) to
build a mobile-friendly ecosystem free Wi-Fi, a place to sit, and access to services and across the
city that can deliver services and digital programs. technology to the entire community. The plan
divides Mississauga into 23 defined communities, with Sources: "SMRTCTY Master Plan,"
smartcity.mississauga.ca, acone Hub center and 500 mobility kits to residents cessed February 9,
2020; Sophie Chapman, "Inside the City of enrolled in social support programs per community.
Mississauga's Technology Transformation Journey," Gigabit, Each mobility kit consists of a
connected laptop._ February 18, 2019; and Eric Emin Wood, "How the City of Hubs will be
developed jointly with several of the Citizens Alike," IT World Canada, May 7, 2018.
1. Describe the problems the City of Mississauga 3. What management, organization, and

3. technology hoped to address using digital technology. issues did the City of Mississauga have to
address 2. What technologies did Mississauga employ for a in developing a solution? solution?
Describe each of these technologies and 4. How did the technologies in this case improve the
role each played in a solution. operations and decision making at the City of Mississauga?